Ken Landoline, Principal Analyst, Customer Engagement, Ovum
Ken analyzes and tracks contact center hardware/software technologies and associated applications for both premises-based and cloud-based solutions. Areas of coverage include IVR, customer self-service, WFM, WFO, data analytics, gamification and contact center business process outsourcing. Prior to joining Ovum, Ken founded B2C Analytics where he advised businesses in optimizing their business-to-consumer (B2C) interface in order to improve revenues, raise customer satisfaction and increase retention levels. Previously, Ken held the position of Principal Analyst within the Business Technology and Software group at Current Analysis. Prior to his time at Current Analysis, Ken was a principal analyst at Yankee Group.
Roger Lee, Principal Evangelist, OpenText Customer Experience Management (CEM)
Roger influences the overall strategic direction and product management for the OpenText™ Qfiniti integrated workforce optimization solution. In this capacity, he collaborates closely with customers, industry analysts, research and development, sales, and the senior management team to plan and implement the product roadmap. Roger has more than 20 years combined experience in finance, call center operations, information management systems, restaurant operations, payroll services and quality.